Crisis Management[危机管理]

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很明显，没有哪个企业希望“面对重大业务挫折，引来媒体普遍关注”(危机)。 媒体报道导致的公众关注常常给企业的生产经营带来多重负面影响，如财务影响、政治影响以及政府关系影响。 现实的价值损失让人担忧，然而，更让人忧心的却是，企业未能按照公众媒体的意愿驾驭处理危机。 所谓危机管理（Crisis Management），就是要在危机时刻做出正确反应（预警化、结构化以及特殊化）。

危机管理一般法则

1. 事先准备意外事故计划（成立危机管理小组，演练应对各种危机情境；接到危机通知后，危机管理小组能够在短时内迅速运作）

2. 内部立刻和清楚地宣布唯一的人讲话对危机与外界是危机队员)

3. 迅速运作（危机爆发后的第一个小时至关重要，因为媒体往往会抢在这一时间获取企业危机信息）。

4. 聘用危机管理顾问（包括公共关系顾问、企业形象顾问等，他们的客观建议非常重要）。

5. 提供准确的、正确的信息（切忌提供虚假信息，一旦被发现造假后果很严重，即便是对内发布）。

6. 当决定应对措施时，不仅要考虑短期损失，还要考虑长远影响。

企业内部的行政管理人员，不管处在哪一位置，都有义务管理危机，要将它放在日常工作来抓。 能够成功应对那些重大的危机事件，如对企业价值创造、收入来源、运营支出、股票价格、竞争地位以及生产业务产生重大破坏的危机事件，才是对管理人员能力的真正考验。 比较： Charismatic Leadership[魅力型领导]。
最有效的危机管理是防患于未然，在危机爆发之前、对企业业务造成损失之前，就能够发现危机，并迅速处理解决危机。 如果能够做到这一点，企业的利益相关者以及社会公众就决不可能通过媒体知道企业的变故。

制定业务连续性方案（Business Continuity Plan）

如果危机已然发生，它对企业核心利益相关者的影响将不可避免，这时候业务连续性方案将显得非常重要，它将帮助企业把破坏和损失减小到最低限度。 制定这样一项方案听起来任务艰巨，其实它就是一份普通的企业文件。 它包括以下一些方面：找出运营流程中对企业经营业务至关重要的环节，然后设计一个或多个环节失灵后如何继续运营的方案，以及如何在利益相关者知情后与其进行沟通的方案。 非常重要却又常被忽略的一点是，一定要对业务连续性方案进行测试。
有了业务连续性方案，在遇到危机时，企业就能够处于一个较为有利的位置从容应对危机，从而财务损失和商业影响。 除此以外，制定业务连续性方案还会有一个间接影响，就是： 企业管理人员对那些有可能造成重大损失的危险处境更加敏感， 由此，当危机真正发生时，他们能够快速、高效应对，从容解决危机。

参考书： Laurence Barton - Crisis in Organizations II

参考书： Steven Fink - Crisis Management: Planning for the Inevitable

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信息来源 有关危机管理（应急计划）的各种信息来源。在这里，您将找到Powerpoint，视频，新闻等可用于您自己的讲座和讲习班。 The Essence of Crisis Leadership Crises, Crisis Management, Quick Decision-making, Crisis Response, Corona, Covid-19 Dr. Michael J. Ryan of the World Health Organization speaks about the lessons he learned while dealing with the Ebola cr... Strategic Activism Crisis Management Activist NGOs have increasingly foregone public politics and turned to private politics to change the practices of firms... Leading in Times of Crises Leadership, Crisis Management Presentation that assesses the characteristics that leaders should have and actions that they should take for effective ... Crisis Leadership Organizational Crises This article proposes that there is, in fact, a difference between crisis management and crisis leadership, and that wha... How to Give a Media Interview? The ABC and 3R Tool Media Training, Media Training, Crisis Management, Success Stories, Media Interview Former BBC Producer Andrew Carapiet distinguishes 2 different situations in which you are likely to have to talk to the ... Funny Introduction to Business Continuity Planning First Awareness of the Importance and Main Aspects of Continuity Planning This video touches on many key topics of Business Continuity Planning with some humor: - The Need to have a Backup Plan... Employee Empowerment, Teamwork and Communication Performance Management, Employee Empowerment Colorful presentation with speaking notes about 3 tools to improve organizational performance: Teamwork, Communication a... Introduction to Crisis Management Crisis Management, Crisis Categories, Crisis Stages, Crisis Team Formation Comprehensive presentation about Crisis Management in organizations that includes interesting facts about performance of... 7 Steps to Create a Crisis Communication Plan Introduction to Crisis Communication Planning, Contingency Planning In this concise video Debbie DeWitt of Visix explains 7 steps to putting together a crisis communications plan: 1.̳... 5 Important Things to do When a Crisis has Occurred Crisis Management Best Practices, Crisis Management Tips Five good crisis management tips by Sam North. 1. Deal with it. Since a crisis not just goes away, you have to co... 3 Levels of Communication Skills for Managing and Leadership Leadership, Communication Skills, Leadership Communication Framework, Barett According to Barrett (2006) leadership communication can be referred to as the determined and purposeful delivery of mes... Critical Thinking in Decision Making Critical Thinking, Testing Assumptions, Avoiding Fallacies, Avoiding Biases, Dealing with Emotions Presentation about critical thinking for decision making, including the following sections: 1. Failure of Imagination ... The Role of NGOs in Disaster Management NGO, NGOs, Crisis Management, Disaster Management, Crisis Response This presentation is about NGOs, specifically focusing on their role in disaster management. The presentation includes t... Effective Crisis Leadership Crisis Management, Leadership Development This is a useful presentation about effective leadership in crises, including the following sections: 1. The importance... Introduction to Business Continuity Management Understanding of the Need to Have a Business Continuity Plan, Organizational Resilience Organizations have to be prepared to deal immediately with events everywhere around the world (from natural disasters to... Business Continuity Management and Disaster Recovery Management Business Continuity Planning, Disaster Recovery Planning, Crisis Management, Organizational Absorption Presentation about Business Continuity Planning (BCP) and Disaster Recovery Planning (DRP). The presentation includes th... The Six Basic Questions of Risk Management Initial Understanding of Risk Management, Risk Management Introduction Managing risk is essentially a process of asking and answering six relatively easy questions no matter what setting (per... Strategically Managing Perceptions for Improved Corporate Reputation Reputation Management Activities, Strategic Reputation Management, Reputation Perceptions Concise presentation that provides an interesting framework for reputation management. It particularly focuses on 4 key ... The Importance of Reputational Risk and Managing it Reputation Management, Risk Management This presentation focuses mainly on the importance of reputational risk and the necessity of reputational risk managemen...

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